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Manager, Digital Client Experience

Manager, Digital Client Experience

HarbourVest PartnersBoston, MA, US
30+ days ago
Job type
  • Full-time
Job description

Portal Manager

We are seeking a detail-oriented and technically proficient Portal Manager to oversee the operations, optimization, and continuous improvement of our investor portal. As a key interface between the firm and its investors, you will ensure the seamless delivery of documents, reports, and data through a secure and user-friendly platform. This role sits at the intersection of Client Experience, Investor Relations, Operations, and Technology and plays a critical role in delivering a best-in-class digital experience to our clients.

Key Responsibilities

  • Portal Administration : Own day-to-day management of the investor portal (e.g. ensuring data accuracy, security, and accessibility).
  • Asset management industry knowledge, with demonstrated knowledge of digital trends
  • Experience running SaaS tools or digital platforms (ideally client websites / portals) with strong grasp of user flows, feature roadmaps, and prioritization
  • Comfort and a level of understanding around data feeds and APIs, and how data is sourced and displayed
  • Experience and understanding of UI / UX concepts; with Figma or wireframing experience and ability to assess and evaluate things like interface, navigation, mobile responsiveness of the client website
  • User Support & Access Control : Handle investor onboarding and offboarding within the portal, handle user access requests, troubleshoot issues, and ensure timely response to investor inquiries.
  • System Optimization : Collaborate with internal partners (IR, IT, Compliance, Fund Admin) to enhance portal functionality and UX; recommend tools and improvements as needed.
  • Vendor Coordination : Liaise with portal providers and third-party administrators to ensure service levels are maintained and system updates are implemented smoothly.
  • Compliance & Security : Uphold data privacy protocols and ensure compliance with cybersecurity standards, legal requirements, and investor confidentiality agreements.
  • Reporting & Analytics : Generate and distribute portal usage reports, track engagement metrics, and provide insights to help inform investor communication strategies.

Qualifications

  • Proven ability to work well with product, design, and engineering teams, while also interacting with customers, partners, and collaborators such as legal, marketing, etc.
  • 810 years of experience in investor relations, financial technology, fund administration, or IT operations within financial services or private equity.
  • Managerial experience preferred.
  • Strong understanding of private equity structures, fund documents, and investor reporting.
  • Strong project management skills. Outstanding focus on detail, strong ability to handle sensitive information with discretion.
  • Excellent communication abilities with an emphasis on delivering high-quality service.
  • Awareness of industry standards for accessibility and data privacy
  • Proactive approach, forward thinker who can set and own a vision for how the experience should continue to evolve and enhance over time.
  • Bachelor's degree : Information Systems, Finance, Business Administration, or related field.
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    Client Experience Manager • Boston, MA, US